Virgin Media Community

[philmj1966]

Good evening,

Unfortunately my son accidentally knocked a glass of water from the windowsill above our Virgin Media Hub 4 router, which collected some of the water. At first I only noticed the WiFi connection dropping, disconnected the hub, dried it as much as possible, waited for about an hour prior to re-powering it up, at which point it appeared to be functioning again for a few minutes. It failed permanently shortly thereafter, with a suspected short circuit on one of the boards. Noises and smoke could be detected from the device before I disconnected it again. 

We are now without broadband access, can someone advise me on the process to get a replacement hub as soon as possible please?

Thanks,

Philippe

[Graham_A]

Call the broadband fault number to arrange a replacement.  The replacement cost is likely to be £25.

The numbers to ring are 150 free from a VM mobile or landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).

[philmj1966]

Many thanks I'll place a call tomorrow morning.

[Beth_G]

Hi philmj1966,

I'm sorry to hear you've been having problems with your hub after some water damage.

I can see that you were able to speak with our team and arrange a visit which is great. Do let us know how it goes and if you need anything else in the meantime

Kind regards

[philmj1966]

Many thanks Beth and I can confirm that a visit has been arranged. Your customer service desk has also been excellent in dealing with the issue. My only remaining concern is that the date of the planned visit is 4th April, nearly two weeks away. I asked if this could be escalated and accelerated, so far without success. Two weeks within our main broadband access in the house is problematic as three of us are currently working from home, is there any way to speed things up?

Best regards,

Philippe 

[newapollo]

Hi Philippe,

If you log into My Virgin Media at the top of the page, or via the mobile app (My Virgin) you should be able to keep a track on the appointment date or time. 

Keep checking it as if an earlier does slot become available you should be able adjust it from there.

[philmj1966]

Many thanks Dave!

[Carley_S]

Hi @philmj1966. 

I have just double checked on our systems and there is currently no earlier appointments available. As @newapollo has mentioned you can keep checking on your online account to see if an appointment times slot does become available. 

If you have any other questions or concerns, please do not hesitate to contact us again on the community forums, we'll be happy to help whenever needed :).